Claims Service Consultant in Melbourne

Job Description

A Claims Service Consultant is accountable for supporting customers through claims lodgement and information gathering in order to assess claims.

The role involves completing tele claims and initiating appropriate support options tailored to customers where appropriate.

It is integral to meeting TAL’s Customer and Claims quality and service standards.

• In This Role You Will
• Respond to inbound customer calls and make outbound customer calls, providing high‑quality support by lodging new claims, answering enquiries, and delivering timely updates on existing claims.
• Accurately record and maintain claim information in internal systems, ensuring all data is complete, compliant, and captured to a high standard.
• Communicate effectively with customers and internal stakeholders to resolve claim‑related matters and support smooth claim progression.
• Ensure all work is completed in accordance with TAL’s policies, procedures and service standards, maintaining a strong customer and compliance focus.
• Adhere to all external regulations and industry requirements, including Privacy legislation and the Life Insurance Code of Practice.
• Collaborate closely with teams across TAL Claims and other internal departments.
• Actively contribute to a culture of process improvement by identifying opportunities to streamline workflows and enhance customer experience.

Qualifications

• Previous experience in a similar role within Financial Services/Insurance Industry preferred.
• Exceptional customer service skills to meet agreed service standards.
• Well‑developed interpersonal and communication skills, operating with high integrity.
• Ability to build rapport over the phone and demonstrate empathy with customers during difficult times.
• Demonstrated ability to work both as part of a team and autonomously.
• Excellent analytical skills, high attention to detail.
• Good relationship management and negotiation skills.
• Ability to work with change and strong problem‑solving skills.
• Accurate data input and sound knowledge of the MS Office suite.
• Additional Information
• TAL is a leading life insurer committed to inclusion and supporting career growth of a diverse workforce.
• TAL has been recognised as an Employer of Choice for Gender Equality and holds Bronze Tier Status within the Australian Workplace Equality Index.
• Member of Diversity Council Australia, Australian Disability Network, Pride in Diversity and Champions of Change.
• Reconciliation advocates following the Innovate Reconciliation Action Plan.
• We welcome applications from people with diverse experiences, perspectives and backgrounds including Aboriginal and Torres Strait Islander people, caregivers, individuals living with disabilities, people from culturally diverse backgrounds and the LGBTIQ+ community.
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